Harken Network Search

The Challenge: Create a robust network search that is easy to navigate and understand. An interface that reflects the brand and is simple and intuitive to use on all web and mobile browsers.

Following interviews with members and teams and reviewing NPS surveys, analytics it was very clear that the then available search application was very clunky to use, did not provide accurate results and was overall a very bad user experience.

My Role: Led design workshops, brainstorms and interviews with stakeholders, members and customer service representatives to understand how each group uses the application to gather up-to-date information about in-network providers, places, drugs and pharmacies.

Following I put my ideas and learnings in wireframing the experience in Sketch, prototyped using MarvelApp and tested with the user base. Based on the set style guide for the public site, I led the design of the interface, established feature prioritization and collaborated closely with development team, SME’ and analysts.